Refunds for Online Store
Sometimes, plans change, or a guest may need to cancel an order. While order management starts in Touch Stay, all financial refunds are handled securely through your Stripe Connect dashboard.
This ensures that the movement of funds is fully tracked, secure, and compliant with banking standards.
How to Initiate a Refund
Refunds are linked directly to the original transaction. To begin, log in to your Stripe Dashboard (accessible via your Touch Stay Store settings).
1. Locate the Order
Search for the specific transaction using the guest's name, the order date, or the unique Order ID found in your Touch Stay dashboard. Once found, click on the payment to open the details page.
2. Start the Refund Process
Click the Begin Refund option/button (found in the 3 dots menu, or located at the top right of payment overview).
3. Customize the Refund Details
You don't always have to refund the full amount. Stripe allows you to be specific:
- Items & Quantities: If a guest ordered three items but only one was unavailable, you can select the specific item and quantity to refund.
- Refund Amount: You can choose to issue a full refund or a partial refund (e.g., if you are retaining a small restocking fee).
- Select a Reason: Stripe will ask for a reason (e.g., Requested by customer, Duplicate, or Fraudulent). Selecting an accurate reason helps with your internal reporting and helps Stripe protect your account.
- Finalise with a Credit Note: Once you have verified the amounts, click the "Issue Credit Note" button. This is the final step that generates the refund documentation and officially triggers the funds to be sent back to the guest's card.
Where does the money go?
When you process a refund through Stripe, the funds are sent back to the original card used by the guest.
⚠️ Processing Time: Most refunds take 5–10 days to appear on a guest's bank statement. Once you initiate the refund in Stripe, it cannot be canceled.
Refund Fees
It is important to note that when you refund a payment, the Stripe processing fees from the original transaction are typically not returned. We recommend reviewing your specific Stripe agreement for the most up-to-date information on fee structures regarding refunds.